Kosta's Gyros — Restaurant in Algonquin

On  Saturday, May 3rd we went to your Algonquin store for a carry out order. The initial person who rang us up was very kind and customer focused.

There was a minor issue with the order which was discovered when we got home.  An order of fries was missing.  This was a pretty minor issue and I attempted to call the store manager to let him know that this had occurred.

In addition, the soda was rather "flat" and weak.    I was not even going to say anything about this because, having worked fast food in the past, I know this can happen.

When I called, I asked for the manager.  I was asked "who is calling" and I said I was a customer with a complaint.  The person then said, "I am not sure he call talk, what is your name?".  I told him my name and he said, "I will try to find the manager".  He then came back on the line and said the manager did not have time to talk to me because he was too busy. He said he was cooking and could not get out from the kitchen. He did not suggest to take my number or to see if teh manager could call me back later.

This points to two more "major" issues, one of which might be understaffing and the other (more important in my opinion) is customer service and lack of customer care.  I run my own business and customer service is always top of the list.  Customer satisfaction should always be priority one.

A minor quality control issue with the missing fries turned into a major issue when you ignore a customer compliant. A manager's job is to manage the staff and to handle customers, making sure they are satisfied. This manager did not do either in my opinion.  He should not be cooking.  Even if he was, taking a call or talking to a customer about an order issue should be top priority.

They have lost a customer, not because of the missing fries, but because of a very obvious lack of concern for their customers.   They need better order quality control and more role clarification with...

Last night at 8:40 PM, I placed a to go order. A hotdog for myself and a burger and fries for my son. I live 3 minutes from the Algonquin Kostas. The hotdog was room temperature and the fries were mushy and not freshly cooked. This morning I called and explained the issue to the manager that was working last night. He told me that I had to call yesterday and he could not issue a refund today because they had closed their books from yesterday’s business. I told him I would have called last night but it was after 9 pm and they were closed. He said they were there until 9:30. I told him your store hours state you close at 9! How do I know you’re there until 9:30? Your website states you close at 9! Rather than return my money or issue a credit, this is the greedy, non customer satisfaction approach you take? And give a lame excuse like it’s my fault I didn’t call last night so there’s nothing they can do 13 hours later?? I supported this family owned business since it opened. I had multiple youth football and baseball banquets at the Algonquin location. Never again and I will most definitely spread the word do not go to Algonquin Kostas and share my horrible experience. The cook knew what he was doing since I placed my order ‘to go’ they knew I would not realize they gave me old food until I got home. If I had ordered to eat there… they would have been forced to do the proper thing and cook my food fresh. When I told that to the manager he still said there’s nothing he could do. Ridiculous. Based on the other reviews I read this place has gone downhill. Rude management and not willing to correct...

This place has great food! The place is well decorated with a mix of old antiques and sports memorabilia. Kind of a weird knock-off of a Portillo’s but by far way better food. I ordered the grilled chicken sandwich and fries with a pitcher of Miller Lite. The rest of my party ordered various items from the mozzarella beef, to the burgers to the gyros. We also had some cheese sticks and chicken tenders. Unfortunately our order was incorrect, they gave me the wrong chicken plate and we were missing a couple of orders of fries. When my wife went to the “pick up” counter, the cook started arguing with her. So the lady that took our order admitted it was her mistake and promptly calmed him down and gave him a hug. The correct food came out pretty quickly and we were all set. Overall the food was tasty for a fast food type burger/gyros joint. Besides the cook getting his panties in a bunch, we had a good experience. The plus was we were able to order a pitcher of beer, instead of having to constantly order more pints. I’d definitely come back...